Lack of Phone and Internet service

[SteveNick]

I use the service checker for my location and it tells me the service is excellent when in fact it is not . I am getting messages from EE about problems in my area but it's going on forever.  What is the answer .

[Christopher_G]

Hi @SteveNick 

Have you discussed the problems with our technical support team? Have they managed to find out what the cause is/was?

Chris

[SteveNick]

Hi

Yes I spent over an hour on the phone yesterday. Could not get a timescale for the resolution of the problem ,the whole town has varying issues so its something significant. Cannot get out of the contract ! .Have had the lost time compensated for by refund .my son has now got a Giff Gaff PAYG Sim only plan to get him back online .

Overall , not satisfactory 

Steve

[SteveNick]

Hi

Thanks for the advice.

Got a refund for the lost time but can't get out of the contract . No resolution of the issue in sight !!!

Steve

[James_B]

Hi @SteveNick,

As our network team are still working on the problem in your area, I'd recommend registering for updates with the Network Status Checker (select the 'check status' option to get started) so we can keep you in the loop.

James

[bristolian]

Legally, T&Cs of all network operators allow for faults and transitory losses of service, on the basis they are resolved as soon as practically possible. Rarely are such outages the basis for individual contracts to be cancelled, as 24x7x365 service is never guaranteed.

The symptoms you mentioned originally in the thread are similar to that which I, and some relatives, have experienced across multiple EE lines for many months now. I have my suspicions as to the cause, but reporting it has required much patience & persistence. If my suspicions are correct, this will steadily improve over time.